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TCN Unveils Hosted Predictive Dialer with Call Recording Pause/Interrupt Feature

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July 03, 2012

TCN Unveils Hosted Predictive Dialer with Call Recording Pause/Interrupt Feature

By Rajani Baburajan, TMCnet Contributor

Hosted predictive dialers offer several benefits. In addition to the cost benefits, most hosted predictive dialer solutions also meet organizations’ need for scalability, security and compliance.

Realizing the market potential of a secure hosted predictive dialer, TCN, a provider of hosted call center technologies, just released the first hosted dialer feature that allows clients to pause and interrupt call recording.

The new hosted predictive dialer solution is designed to ensure customer privacy and comply with private standards like PCI (News - Alert) compliance and public standards like HIPAA. These standards are designed to ensure that companies do not store confidential information such as credit card and debit card details.

However, these standards also mandate that the conversation between customer and agent are recorded in its entirety in a secure manner.

According to TCN, the growing demands for security and compliance pose great challenges to organizations dealing with customer transactions.

“One of the largest Internet companies in the world approached us with this call-recording, privacy-compliance conundrum,” says Dave Bethers, vice president of Sales at TCN. “We took the challenge and provided them this functionality as a front-end solution that requires no back-end work to ensure compliance.”

Li TiaTia, vice president of Operations and Client Services at TCN, explained, “Customers should be wary of hosted dialing companies that claim they are 100 percent compliant with such standards.” However, TiaTia agrees complete compliance is possible, and it “needn’t cost an arm and a leg.”

Destination CRM recently noted that one of the first steps to improve the performance of an outbound call center is to invest in a hosted predictive dialer.

Hosted predictive dialer significantly saves live agent time that might otherwise be spent listening to a busy signal or a ringtone, according to Destination CRM. On average, a predictive dialer will reduce the length of an outbound call by seven seconds by virtually eliminating polling time. 

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Edited by Rachel Ramsey

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